99% Uptime Guarantee
With Applane, service performance and reliability is top priority. A 99% financially-backed Service Level Agreement (SLA) is included with every subscription, and we're accountable to customers if the service does not meet SLA standards.
Applane is committed to providing its customers with an outstanding experience with system availability. Applane has invested in the same cloud infrastructure that runs Google enabling world-class uptime, averaging 99% consistently.
However, in the extreme cases where we are not able to provide 99% uptime, as per our guarantee and SLA, we'll provide you a service credit of 10% of the monthly per user fee for <99%, service credit of 25% of the monthly per user fee for <98%, service credit of 50% of the monthly per user fee for <95% and service credit of 100% of the monthly per user fee for <90%.
Applane strives to improve its systems, infrastructure, and software regularly. Customers have automatic access to the latest versions of the Applane software.
At Applane, problem resolution and case management processes are well defined, and include specific escalation procedures. Technical Support is available during regular business hours, with the Applane team mobilized immediately to address high-priority issues. The support team can be reached by email at email@example.com